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User review of NICE inContact CXone

Easy to use, Great Support!

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
6out of 7
Very good
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

What are the best aspects of this product?

CXOne is easy to deploy and maintain. The MAX Softphone agent is perfect and allowed our call center to move to an all remote situation quickly when we were forced to close parts of our office due to COVID-19.

What aspects are problematic or could work better?

The IEX WFM tool is hands down a winner when it comes to forecasting and scheduling, however the UI is dated and the reporting has a lot to be desired.

What features/services would you like to see in future versions of this product?

IEX could use a refresh. The engine is solid, but the user experience and interface is clunky.

What specific problems in your company were solved by this product?

Instant ROI with improved ASA, reduced abandon, quick deployment to allow for us to move to full remote capabilities.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Insurance

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

Yes

What software did you use before?

We used Aspect

Why did you decide to change it?

Unstable platform, Unable to meet our needs

Are you satisfied with the change?

Yes

How did your company implement this product?

in the cloud

How long did it take to set up this product?

less than 1 month

How many people in your company actively use this product?

most employees

What is the primary use of this product in your company?

both B2B & B2C

PRICING & COSTS

What was the cost of implementing this product?

Unwilling to share this

What is your total annual cost for using this product?

Unwilling to share this

Did you get any discount for this product? How much?

Unwilling to share this

FEATURE DETAILS

Inbound and Outbound Call

Call Recording
5
amazing